Case Reflection 8: Pastor's 10% to God

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The situation that happened between the Applebee's chain restaurant and the customer is something that prior to social media would have been there and gone within the day. What I mean is that there would be some talk amongst the other employees, but it would have blown over by the next day. Since social media and the digital age is everywhere and all around us, we can't escape it. Whenever something interesting, scary, or funny happens, the first thing anyone thinks of now is to pull out his or her phone. People instantly want to share whatever has happened or they witnessed on social media. People love the likes and attention they receive because of the news the are distributing. What Welch did when seeing the receipt left by the Pastor was something that I bet anyone would have done. This doesn't make what she did okay, especially if it violates Applebee's policy.

An article that I found while doing some additional research on the case talked about the digital literacy of Applebee's in response to what happened. This article reminded me of one of the cases we talked about earlier in the semester about deleting negative comments on corporation's social media sites. Applebee's made a similar mistake in not responding to very negative and harsh comments about the chain restaurant. Applebee's eventually shut down their Facebook page because of the overwhelming amount of comments flooding the page. This was not good because when they broth the page back up, almost all of the comments were deleted. This hides and creates a false representation of the company. Had Applebee's responded in a better, more understanding way, maybe things would have been more positive in the end.

With the rise in social media companies are needing to hire people who are digitally literate. If someone is hired and has no prior knowledge of what it takes to run a social media account, that company could face some serious issues. Twenty or so years ago, this would have been completely unimportant, but in order to a company to be successful, they need to be able to interact with customers not only in person, but also through social media.





https://www.nbcnews.com/business/applebees-social-media-faux-pas-learning-experience-1B8251556
https://hbr.org/2017/07/nearly-half-of-companies-say-they-dont-have-the-digital-skills-they-need


Comments

  1. Emma BarnardMarch 21, 2018 at 4:26 PM

    I like the articles that you linked! Good job.

    ReplyDelete
  2. AnonymousMarch 22, 2018 at 7:15 PM

    I really like what you found about Applebee's and how they should have responded to the negative situation on social media. Your blog post was very engaging and did not lose my attention. Great job!

    ReplyDelete

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